Service Desk Support Specialist
16 hours ago
FirstPRO, Inc is seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical assistance and support to our customers.
Key Responsibilities:
- Provide Tier I-2 support on a variety of issues to our customer's end users, ensuring a positive customer experience.
- Respond to tickets, phone calls, and email requests, documenting, tracking, and monitoring issues to promote timely resolution.
- Support includes providing direction, coordination, follow-up, installation, and maintenance of hardware/software and incidents associated with technology implemented in our customer's organization.
- Work with and escalate third-party vendors, accurately documenting and reporting problems using the ServiceNow ticket management system.
- Troubleshoot supported network equipment and perform efficient resolutions to return service platforms to high stability.
- Assist with the monitoring, management, and support of equipment and services provided to customers, either directly or via third parties.
- Assist with the installation, configuration, and management of network equipment as assigned.
- Document Standard Operating Procedures (SOPs) for performing repeatable tasks and create Knowledge Base articles to walk customers through the steps of using and configuring various technologies.
- Send appropriate communications/notification to business, Shift Turnover, incident reporting, management reports.
- Drive down store issues and offline procedures, analyzing the source of problems reported, locating trends, and recommending measures to minimize or eliminate future occurrences.
Requirements:
- Experience with technical assistance, including phone, email, walk-up, and ticketing support.
- Knowledge of Point of Sale (POS)/Mobile POS system, Network (WAN, LAN, VPN, Firewall, Wireless), Servers (Windows/Linux), Telephony (store, corporate systems, voice mail, fax, mobile device, and carrier services), Desktop hardware/software support and troubleshooting.
- Ability to work with third-party vendors and accurately document and report problems using the ServiceNow ticket management system.
- Strong analytical and problem-solving skills, with the ability to troubleshoot supported network equipment and perform efficient resolutions.
- Excellent communication and customer service skills, with the ability to work effectively with customers and internal stakeholders.
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